This AT&T Store is located in a small plaza that sits in front of the Nashville West Shopping Plaza. For the most part, this is a standard AT&T location if you are basing it on stock, layout, etc...however how they differ here is the service. I called in to the store a few moments after ordering online and connected with a friendly Associate who gave me the rundown of the process and guaranteed that if I arrived by closing time, I would have my new phone. I arrived and sure enough, he remembered me and had my phone ready to turn over. Additionally, he made the set up process easy since I was going to be flipping over all my info from phone to phone at home. Additionally, we chatted a few minutes about watches, and he took his Ultra 2 off and let me tinker with it for a few minutes to help my decision. Overall, positive experience at this AT&T location. I do not visit the actual stores often, but if I need to, this location is the spot. read more

I have been dealing with this store off and on for years. If you sign up for the prepaid plan, be aware that all customer service is in India and the wait time is 1 hour, 15 minutes. When I did get through and asked to speak to a supervisor, they hung up on me. I did not know that if you have a dispute with them through your credit card, they can suspend your phone number. I woke up today to no phone service. I had to physically drive to this location to pay for prepaid that had been automatic for several years. If they suspend your number, no credit card works on their website. I had spoken to the store manager, Alexis on the phone this morning and she said she would take care of this. I arrived and asked for her but she was with a customer. I waited and another rep who was brand new tried to help me. She had to keep asking Alexis for the answers to the questions I was asking. Meanwhile, the customer Alexis was helping had left, and she started helping another customer. I spent an hour going around in circles with this whole mess. I wanted Alexis to help me directly but apparently she wanted to train her new employee more than she wanted to resolve my issue. I am cancelling my prepaid and will never return to this store. I DO NOT recommend AT&T or this store. read more

I went in yesterday and talked to a sales associate and he lied to me about everything. My screen is cracked and he told me that I was under warranty and that he couldn't fix the phone and I had to go to a "ubreakifixit" phone....but it would be free due to the warranty. I go to the place today and he asked if I filed a claim-- was not told I had to do that. Then had to call customer service and was told I actually don't have a warranty. Completely lied to by the sales associate. Wish that I could change carriers but am on a family plan with my husband, brother in law, and mother in law. Terrible read more

I had a really bad experience doing business with this location. the salesperson Zack messed up my family plan and i was charged over $500 extra Because of all the changes he made without my permission. after receiving my bill, I tried to reach out to them many times, even the manger did not help. do not recommend this location, they have no idea what they are doing, and no one takes the responsibility to help you. I left a massage three times so far but never received any call back. read more

Had an appointment and still waited an hour and a half. Got here 15 mins after they opened with 1 person in front of us. Workers seem in no rush and extremely understaffed. The one employee has been flirting with a customer, kicked back and drinking her Starbucks the entire time. Terrible experience. read more

Extremely understaffed. Waited 45 minutes, just to be told to make an appointment for the next evening.

Braxton was very helpful after being given the run around online and on the phone while trying to file an insurance claim for my daughter's phone. He was able to file the claim in minutes and the new phone is being delivered to our house same day. read more

Try to talk to someone thru mask and they don't understand you and you can't hear the and you pull mask down a little to talk and they get upset while you are behind a big plastic screen. I'm so done with AT&T and their high rates read more

Trey at AT&T Charlotte gave us the best customer service experience we have had a long time! He was very kind and knowledgeable. We spent all day trying to figure an issue out and we're so glad we came to him. Highly recommend asking for Trey at this location! read more

I came to this store last December to get a new iPhone - that was it. The associate who helped me suggested changing my plan to a cheaper one they were offering. She compared the plans and informed me that I would have close to the same amount of data but a cheaper bill. I asked that if I were to go over data, if it would just be a $10 charge per GB which she assured me was correct. At no point was I told that the plan I was on at the time was a grandfathered plan (no longer offered) - that included a discount for being a loyal customer. Not even a month later I was traveling for work and I had reached my data limit but figured I would just pay $10 and that would be it. No, the plan I was put on was a mobile share plan (even though I was the only number on the account...) which doesn't have the option to add additional data if you go over, it just stops. I then had to call in to change my plan yet again. I said I just wanted to go back to what I was on and that's when I found out that my previous plan was no longer offered. Over the next few months my bills were completely messed up as well as my autopay. I went back to this store multiple times but it seemed no one could really figure out what was going on with my account. I never got any answers and always left confused. Thankfully I found great help at a different location and my bill is straightened out but it took close to a year. read more

Waited an hour for them to tell me they did not have the phone I wanted in stock, so I asked them to help me order it online through AT&T and was told they couldn't do that. I went to the nearby Best Buy and it did not take an hour for them to tell me they did not have the phone and ordered me the phone for pickup next week. While at Best Buy the next people behind me were told from that same ATT store that they could not help them activate their phones - that they just bought at the ATT store. Literally just sent their own customers who needed help after the purchase onto Best Buy. Wheres the customer service at the Charlotte Pike ATT??? read more

ok. so I understand if a person has a bad day. but your in customer service and I got the worst service EVER!! The gentleman's name was Mike. mask was not properly worn by him. nose was hanging all out. we did purchase a phone. however it was the worst customer service I have gotten. smh.... read more

The rep I spoke to was very helpful and did not try to push me in to switching right then. I would definitely go back if I chose to switch to AT&T. read more

Been waiting an hour now to deal with a damaged phone claim. They haven't completed serving anyone in that time. Only 2 staff on a weekend. No rush, that don't care. Nobody greeting and checking you in. Terrible service. Again. read more

HORRENDOUS customer service. All they want to do is make a sale. Once they take your money, they are done with you. Would rate negative stars if I could. read more

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Horrible customer service...ended up leaving because we weren't helped for over 30 minutes

Omar is the BEST!!!! Thank you for your kindness and willingness to help. Koodos to you read more

I always went to the store in Green Hills, but this store just opened closer to my house. Customer service is great here. Brad was extremely helpful. read more

Dontez was GREAT! his customer service was top notch. I had been having issues with my ATT bill a couple of times and he went above and beyond to help me. I was coming in to cancel my service and he helped me enough so I kept my service. Thank you for a breath of fresh air. Awesome work! read more

I visited this AT&T location to inquire about getting a new phone after mine was stolen. I was dreading the process because I figured that it'd be difficult & take forever, but boy was I wrong! I made an appointment online and was helped as soon as I walked in the door. Omar was so friendly and helpful, and he had me in and out of the store with a brand new phone within 45 minutes. If I ever need anything from AT&T I will definitely be returning to this location, and I'd recommend it to anyone! read more

EVERYTIME IT RAINS THE SERVICE GOES OUT. My wife and I went in to talk to someone about service bc Comcast was not provided at our new home. My wife negotiated one of the packages and stated twice that she didn't not want to be locked into a contract. Sales person told us we could cancel at anytime. When we were done signing the mgr came over and my wife repeated herself to the mgr and he said oh yea it's a 2yr contract. The sales person didn't know what he was talking about.....We didn't have any other options for internet so we had to do this anyways. Fwd to today. I went in to see how much a package upgrade was and to also explain to them that every time it rains the service goes out. The sales person has to call in to somebody and have somebody on the phone then talk to me!!???? Horrible way to do business. You can't even walk into the store to get help. read more

I went in to fix and/or replace my phone. I wont go back. I just needed the phone, my plan is fine. I just wanted to put my Sims card in a new phone and be on my way. I was told that Sims cards are no longer used. I believed the guy and thought "oh well" I have my ph # contacts at home to re-do. But I decided to wait on the purchase as it was $250. And I didn't like that Sims cards aren't used. I thought about a Go Phone, like I did years ago when my dog ate my phone. But when I chatted with AT & T online the rep there couldn't believe I was lied to about Sims cards. He said they are most definitely still in use and said to stay away from that store. I will be heading to Best Buy to look at phones there and will continue to use AT & T as they are great but stay away from franchise stores. For all this guy knew I could've come back and dropped a lot on accessories. I don't mind paying a lot as I know the phones will last several years but Im not looking to throw cash away either. read more

The worst service I have received from AT&T . I had to wait on hour to talk to a rep while all the workers just took there sweet time. Over 6 people left while I waited. The manager was out of sight and should be fired. This place is new and absolutely horrible customer service. It needs new management and workers that want to work. read more